The ability to take consumer data and transfer it into real customer insights is the path to growth for consumer and retail companies. It enables them to understand consumer behavior at a deeper level than ever before, leading to new opportunities to create differentiated products and experiences that promote brand and product loyalty.
What it takes
It’s not just about acquiring data. The key is having the right organizational model to properly execute, and paying attention to more than frontline interactions. It’s about knocking down functional silos and building a “connected enterprise,” with a whole new set of capabilities all focused on delivering an outstanding customer experience across digital and physical worlds.
Digital transformation offers the opportunity to link customer service to profitability, manage costs by capitalizing on spending trends, and streamline supply chain and back-office processes.
KPMG understands that creating higher-performing organizations and delivering true transformational change must be founded on continuous innovation and relentless customer focus with a digital vision to win in the marketplace.